Key points
- 99.9% uptime is the practical business minimum
- Time-to-fix should be measured in hours, not days
- Service credits are your compensation for missed SLAs — check the cap
- The SLA clock only starts once you have a fault ticket reference
Uptime commitments
Look for 99.9% (roughly 8.7 hours of downtime per year) or better. 99.5% may sound similar but allows almost 44 hours — a full week of trading in some sectors.
Time-to-fix targets
Business plans target 4–8 hour fix times. Consumer plans give best-efforts fixes measured in days.
Service credits
If a provider misses its SLA, you're entitled to service credits — usually a fraction of the monthly fee per hour of downtime. Check the cap in the T&Cs.
Reporting a fault
Log faults through the business support number and get a ticket reference immediately — the SLA clock only starts when a fault is formally logged.
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